This documentation supports the 22.1 version of BMC Service Level Management.To view an earlier version, select the version from the Product version menu.

Creating business time segments and business entities

To use business time in BMC Service Level Management, the following steps are involved:

  • Creating business time segments
  • Creating a business entity
  • Relating business time segments to a business entity
  • Adding a business entity to a service target

Creating business time segments

Time segments specify the hours or days when the system is operating (available) or not operating (unavailable). If the time segment is unavailable, measurements are not included in compliance calculations during these times. You can create a one-time segment or a recurring time segment. Unavailable segments usually occur for holidays on specific dates.

The following examples are of time segments:

  • Support normal business hours (recurring time segment) — available 8:00 am to 5:00 pm Monday to Friday
  • Holiday (one-time segment) — unavailable on the 4th July 2007
  • Maintenance (recurring) — 12:00 A.M. to 12:00 P.M. on Sunday

To create a business time segment

  1. Open the Application Administration Console.
  2. Select Service Level Management > Configure Business Time > Shared Entity/Segments.
  3. Select Business Time Segment.
  4. Click Create.

To edit a business time segment

  1. Open the Application Administration Console.
  2. Select Service Level Management > Configure Business Time > Shared Entity/Segments.
  3. Select Business Time Segment.
  4. Double click the Business Time segment entry that you want to edit. Alternatively, you can search for the Business Time segment entry by clicking Search from the top menu.
  5. Make the necessary changes and click Save.

Creating a business entity

You define business entities by relating previously defined time segments to a named business entity. You can combine several time segments, such as holidays and maintenance periods, together in one business entity. You then add the business entity to a service target.

A business entity can be created for each group that requires different measurements. For example, the requester's group; entities for different levels of service such as Gold (7x24), Silver (5x12), and Bronze (5x8); and support groups in different time zones.

To create a business entity

  1. Open the Application Administration Console.
  2. Select Service Level Management > Configure Business Time > Shared Entity Segments, and click Open.
    The Business Schedules form appears.
  3. In the Business Time Entity tab, click Create.
  4. In the Business Schedule Entity form, enter a name in the Title field.

  5. From the Status menu, select the status you want to be applied.
    You can select New, Enable, Disable, Pending, and Retired.

    Important

    The menu on the service target shows the enabled entities only.

  6. Click Save to create a business schedule entity.
    You can relate business time segments you have already created to this business entity, or you can create new business time segments and relate them.

To relate business time segments to a business entity

  1. Open the Application Administration Console.
  2. Select Service Level Management > Configure Business Time > Shared Entity Segments.
  3. Click Open.
    The Business Schedules form appears.
  4. From the Business Time Entity table, select a Business Schedule.
  5. Click Relate Activity to display the Searching for Business Activities form.

You can search for a business time segment and relate it to the business entity selected in the Business Time Entity table. Relate as many business time segments as you require. If an appropriate one does not already exist, create a new business time segment and then relate it to the Business Entity.

To add a business entity to a service target

  1. Open the BMC Service Level Management console.
  2. Click the Service Targets tab.
  3. Select the appropriate service target and click View, or create a new one.
  4. Click the Goal and Cost tab.
  5. Select a predefined business entity.
  6. Click Save.
    After you add the business entity to a service target, the hours defined in the business segments (that comprises of the business entity), are added to the service target measurement calculation.

Where to go from here

You can either create an one-time segment or a recurring time segment:

Related topics

Administering
Setting-the-availability-of-a-service-by-using-business-time-segments-and-entities


 

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